What You'll Do
Reporting to the market clinical leader, the Lead Care Coordinator (CC) provides direct supervision of the Care Coordinator staff in the support of CKD and ESRD patients enrolled in the kidney hero program. The Lead CC helps with training and chart auditing to ensure quality standards are met. This individual assists with efforts to develop, implement, evaluate, redesign, and modify Care Coordinator standards and works closely with the CC staff to safely, effectively and efficiently assist patients across and through the continuum of care. This position is a working lead role and will work directly with patients to coordinate resources along the care delivery spectrum, identify gaps, and provide proactive follow-up.
The Day to Day
- Supervises daily operations of market Care Coordinator staff under the direction of the Senior Clinical Manager or Lead RN
- Participates in employee performance review process
- Participates in interviewing, hiring, onboarding, and precepting new Care Coordinator staff for the market
- Monitors and mentors Care Coordinator staff on an ongoing basis
- Helps conduct chart audits per established policy
- Ensures training programs address identified needs of staff
- Performs outbound calls to patients to understand their clinical needs and connect them with appropriate community resources
- Performs outbound calls to providers to make appointments for patients or follow up on care
- Answers inbound calls from patients, providers, and other resources
- Follows up with patients to ensure their needs are met and schedules future check-ins
- Coordinates with clinical resources and providers to ensure smooth continuum of care for patients.
- Monitors patient hospitalizations and follows up as necessary with care team members and outside resources to confirm Strive gathers all relevant patient information
- Notifies patients of location and appointment times as needed
- Ensures all patient records are up to date
- Provides patients with education materials and sends communications to primary care physicians, nephrologists, and specialists for new enrollments/appointments
- Assists with the referral process when needed
- Help patients and their families navigate the healthcare system and a multitude of visits
- Fosters a relationship with patients across their healthcare journey with a foundation of respect, honesty, empathy, no judgement and follow-through
- Partners closely with the Strive clinical team to manage all pieces of care related to resources, appointments, care transitions, and care gaps
- Serve patients in person and in multiple care settings (e.g., patient home, clinics) in addition to virtual visits.
- Preceptorship accountability – may be a preceptor in their markets, will assist with the mgt of the preceptor program, ie: scheduling, interviewing, and performance management.
- Operates as market subject matter expert on care coordinator workflows
Minimum Qualifications
- High school diploma or equivalent required
- 2+ years of experience in a professional office environment in a healthcare setting
- 2+ years Customer service experience
- Current Basic Life Support for Healthcare personnel (BLS) certification or CPR required
- 1+ years leading a team
Preferred Qualifications
- Current, unrestricted license as an LPN/LVN in the state(s) of practice with current community health worker experience
- Intermediate proficiency in MS Word, Excel, PowerPoint, and Outlook
- Excellent verbal and written communication skills
- Community Health Worker Certification (CHW)
- Skilled at dealing with confidential information and/or issues using discretion and judgment
- Communicates clearly, respectfully, and thoughtfully
Annual Salary Range: $67,000.00-$77,000.00